ravi bharti axa
TRANSCRIPT
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SUMMER TRAINING PROJECT REPORT
BHARTI AXA LIFE INSURANCE
SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT OFBACHELOR OF BUSINESS ADMINISTRATION (BBA)
GURU NANAK DEV UNIVERSITY, AMRITSAR
A STUDY ON MARKETING STRATEGIES INVOLVED IN
SELLING LIFE INSURANCE
TRAINING SUPERVISOR SUBMITTED BY
PARAG AGGAWAL RAVI MISHRA
BRANCH MANAGER Enrollment No.
SESSION 2006-2009
GURU NANAK DEV UNIVERSITY, AMRITSAR
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PREFACE
The insurance industry plays a number of important roles in India’s booming
economy.
Insurance is necessary to protect enterprises against risks such as theft, fire and
natural disasters. Individuals require insurance services in such areas as health care and
life. They also require insurance against property, theft, fire and natural calamities. The
insurance industry also provides crucial financial intermediary services, transferring funds
from the insured to various sectors of economy for capital formation, a critical need for
India's continued economic expansion.
Chapter one highlights the Origin of Insurance in world and in India. Chapter two puts
forth the research methodology. Chapter three brings to the readers concept of Business
Development Strategies and its application in Insurance Industry. This is followed by data
analysis and recommendation.
This project is going to be helpful to Bharti axa in analysing the Marketing Strategies.
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ACKNOWLEDGEMENT
I wish to express my gratitude to my organizational guide and project in charge
Mr. Parag Aggarwal for his valuable guidance and providing me an opportunity to do this
project. This project was a great source of learning and a good experience as it has made
me aware of the professional culture and conducts that exists in an organization.
I express my deep sense of gratitude to our faculty of marketing. His experience helped me
a lot in completing this project successfully in time.
I would like to express my innate sense of gratitude to my parents and friends who
encouraged me a lot during the project and without their assistance and affection this
project would not have been completed. It thanks them for being there.
The help provided to me by the entire sales division of Bharti axa also obliges me.
RAVI MISHRA
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ABSTRACT
Someone has greatly said that practical knowledge is far better than classroom teaching.
During this project I fully realized this and come to know about the present real world
scenario of Life Insurance in India.
The topic of my project report was “A Study on Marketing Strategies involved in selling
Life Insurance” with reference to Bharti Axa I have done this by applying various tools like
through direct interaction with advisors and sales managers, by consulting with marketing
department, by filling up the Questionnaire, etc.
The report contains first of all brief introduction about the company. Then it contains the
complete description of the job done and in the last the growth opportunities and
suggestions.
The undertaken project is aimed at the learning & experimenting all the guidelines and
factors that a Life Insurance Company must consider for selling its products. The study was
mostly concerned with the study and implementation of Marketing Strategies i.e. various
steps undertaken by the company to increase its sale and thus increasing its market share.
In the starting of the project the scope of the project was decided as:
• To study all the factors related to marketing of the products of a life insurance
company.
• To find various criteria for selecting a particular strategy.
• To design a theoretical and applicative framework of How to sell life insurance by
achieving competitive advantage.
• To study the factors which contribute major role in selling Life Insurance.
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Main objective of the project is to consider all the factors related to strategies involved in
selling of life insurance with different modes & methods and then to come up with
different scenarios in which a particular way of selling the insurance product is best suited.
Also the proposed models and scenarios are stated in a way to help the company in
selection of the particular strategy to fulfill some specific orders.
The methodology for the project was the study of literature available on Internet, library
and other sources and its application directly on the process.
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CONTENTS
CHAPTAR NO. TITLE PAGE NO.
1. INTRODUCTION 1
1.1 OVERVIEW OF THE INDUSTRY
1.2 PROFILE OF THE ORGANIZATION
1.3 PROBLEMS OF THE ORGANIZATION
1.4 COMPETITION INFORMATION
1.5 S.W.O.T. ANLYSIS
2. RESEARCH METHODOLOGY 26
2.1 SIGNIFICANCE
2.2 MARGINAL USEFULNESS OF THE STUDY
2.3 OBJECTIVE OF THE STUDY
2.4 SCOPE OF THE STUDY
2.5 METHODOLOGY
3. CONCEPTUAL DISCUSSION 31
4. DATA ANALYSIS 52
5. CONCLUSION AND RECOMMENDATIONS 61ANNEXURES 66
BIBLIOGRAPHY 69
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Chapter 1
INTRODUCTION
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INTRODUCTION
1.1 OVERVIEW OF INSURANCE INDUSTRY
About the Insurance Sector in India
Insurance sector is an opportunity for India.
This business is growing at the rate of 18-22 per cent annually.
Presently it covers market of RS.450 billion.
Together with banking sector it contributes about 7% to GDP.
Gross premium collection is about 2% of GDP.
Still 80% of Indian population is without life insurance.
This is an indicator that growth potential for the insurance sector is immense.
Insurance sector contribute a lot in economic development.
It provides long term fund for infrastructure development.
It is estimated that over the next ten years India would require investments of the
order of one trillion US dollar.
The Insurance sector, to some extent, can enable investments in infrastructure
development to sustain economic growth of the country.
There are two legislations that govern the sector-
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The Insurance Act- 1938 The IRDA Act- 1999.
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HISTORICAL PERSPECTIVE
In 1818 it was conceived as a means to provide for English Widows.
The Bombay Mutual Life Insurance Society started its business in 1870.
It was the first company to charge same premium for both Indian and non-Indian
lives.
The Oriental Assurance Company was established in 1880.
Till the end of nineteenth century insurance business was almost entirely in the
hands of overseas companies.
Insurance regulation formally began in India with the passing of the Life Insurance
Companies Act of 1912 and the provident fund Act of 1912.
Several frauds during 20's and 30's sullied insurance business in India.
By 1938 there were 176 insurance companies.
The first comprehensive legislation was introduced with the Insurance Act of 1938
that provided strict State Control over insurance business.
The insurance business grew at a faster pace after independence.
The Government of India in 1956, brought together over 240 private life insurers
and provident societies under one nationalized monopoly corporation and Life
Insurance Corporation (LIC) was born.
Nationalization was justified on the grounds that it would create much needed funds
for rapid industrialization.
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IMPORTANT MILESTONES IN THE LIFE INSURANCE BUSINESS
IN INDIA:
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INSURANCE SECTOR REFORMS
In 1993, Malhotra Committee- headed by former Finance Secretary and RBI Governor
R.N. Malhotra- was formed to evaluate the Indian insurance industry and recommend its
future direction. The Malhotra committee was aimed at creating a more efficient and
competitive financial system suitable for the requirements of the economy keeping in mind
the structural changes currently underway and recognising that insurance is an important
part of the overall financial system where it was necessary to address the need for similar
reforms. In 1994, the committee submitted the report and some of the key
recommendations included:
i) Structure: Government stake in the insurance Companies to be brought down to 50%.
Government should take over the holdings of GIC and its subsidiaries so that these
subsidiaries can act as independent corporations. All the insurance companies should be
given greater freedom to operate.
ii) Competition: Private Companies with a minimum paid up capital of Rs.1bn should be
allowed to enter the sector. No Company should deal in both Life and General Insurance
through a single entity. Foreign companies may be allowed to enter the industry in
collaboration with the domestic companies. Postal Life Insurance should be allowed to
operate in the rural market. Only one State Level Life Insurance Company should be
allowed to operate in each state.
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iii) Regulatory Body: The Insurance Act should be changed. An Insurance Regulatory
body should be set up. Controller of Insurance- a part of the Finance Ministry- should be
made independent
iv) Investments: Mandatory Investments of LIC Life Fund in government securities to be
reduced from 75% to 50%. GIC and its subsidiaries are not to hold more than 5% in any
company (there current holdings to be brought down to this level over a period of time)
v) Customer Service: LIC should pay interest on delays in payments beyond 30 days.
Insurance companies must be encouraged to set up unit linked pension plans.
Computerization of operations and updating of technology to be carried out in the
insurance industry.
The committee felt the need to provide greater autonomy to insurance companies in order
to improve their performance and enable them to act as independent companies with
economic motives. For this purpose, it had proposed setting up an independent regulatory
body- The Insurance Regulatory and Development Authority.
Reforms in the Insurance sector were initiated with the passage of the IRDA Bill in
Parliament in December 1999. The IRDA since its incorporation as a statutory body in
April 2000 has fastidiously stuck to its schedule of framing regulations and registering the
private sector insurance companies. Since being set up as an independent statutory
body the IRDA has put in a framework of globally compatible regulations. The other
decision taken simultaneously to provide the supporting systems to the insurance sector and
in particular the life insurance companies was the launch of the IRDA online service for
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issue and renewal of licenses to agents. The approval of institutions for imparting training
to agents has also ensured that the insurance companies would have a trained workforce of
insurance agents in place to sell their products.
PRESENT SCENARIO
The Government of India liberalized the insurance sector in March 2000 with the passage
of the Insurance Regulatory and Development Authority (IRDA) Bill, lifting all entry
restrictions for private players and allowing foreign players to enter the market with some
limits on direct foreign ownership. Under the current guidelines, there is a 26 percent
equity cap for foreign partners in an insurance company. There is a proposal to increase
this limit to 49 percent.
The opening up of the sector is likely to lead to greater spread and deepening of insurance
in India and this may also include restructuring and revitalizing of the public sector
companies. In the private sector 15 life insurance companies have been registered. A host
of private Insurance companies operating in life segments have started selling their
insurance policies since 2001. Table shows the current market players in the life Insurance
Industry (Source IRDA).
LIFE INSURANCE SCENARIO IN INDIA
Since 1956, with the nationalization of insurance industry, the state-run LifeInsurance Corporation of India (LIC) has held the monopoly in country’s life
insurance sector. General Insurance Corporation of India (GIC), with its four
subsidiaries, was its counterpart in the casualty sector. Over the time, taking
advantages of its monopoly and virtual prerogative in establishing premiums, LIC
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has evolved into a monolith. With around 60,000 agents in every nook and corner of
the vast country, it has created an enviable brand name, particularly among the rural
population of the country. It has around $40 billion as its financial sector. However,
on the qualitative side, it has every little to take pride in. And there lies the potentialfor players to challenge this behemoth.
As is typical with monopolies, the premium rates charged LIC are among the
highest in the world, and its track record in customer service can at best be called
shabby. With a huge unionized, rigid workforce mostly in the clerical category, LIC
run the risk of high fixed cost, which will be the deciding factor productivity in the
competitive scenario. While boasting full-scale automation of its operation, the truth
is that its technology is outdated. The new players, with the state-of-the –art
technology under the belt, will be in advantageous position. 80% of LIC’s business
is procured by 20% of its ill-trained agent force. The foreign player, with the
domestic partner’s string band value, can test the unconventional distribution
channels like brokers, the Internet, the banking distribution system etc., although
foreign players may be tempted to keep their operations in big cities for the ‘cream
layer’ of the society, the real market lies in rural India, which accounts for the lion’sshare of LIC’s present business.. The foreign companies need to know the “ground
realities” to the details.
PRIVATIZATION OF INSURANCE
The Indian Insurance sector has finally opened up and it is with much anticipation
that new players are awaiting their share of market. License have been issued to
both Indian and foreign players- Reliance, HDFC-Standard Life, Max India-New
York, Royal Sundaram Alliance, Bharti Axa Life Insurance, IFFCO-Tokyo Marine,
Bajaj Allianz, Birla Sun life, Tata AIG, AVIVA Life Insurance, SBI Life, OM
Kotak Mahindra are some of the entrants into the newly liberalized Indian Insurance
market.
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ICICI Prudential Life Insurance and HDFC-Standard Life have issued their life
policies-the first from the private sector after 45 years. The first move for the
liberalization came with the Malhotra Committee Report in 1993 which
recommended the privatization of insurance, setting of an insurance regulatoryauthority and restructuring the government monopoly LIC and GIC and its
subsidiaries. IRDA Act passed in November 1999 had set ball rolling for the entry
of private players in domestic sector.
IRDA
The insurance sector has been opened up in India, as there was an urgent need. The
international experience indicates those country with a liberalized insurance sector
have witnessed a rapid growth in premium volumes enhancing the domestic saving
rate. This happened in China, Malaysia and Singapore where a competitive market
has led to improvement in services and quicker settlement of claims.
It is also important to note that competition will bring about advancement in
information, communication and technology. And rightly therefore a decision was
taken by the Government of India to open up insurance sector. The establishment of
IRDA in the month of April 2000 has been important development in this direction,
making the end of monopoly in the insurance sector.
The IRDA Governs the critical aspect of insurance sector including:
The number and role of Private sector operates including-Roman area
intermediaries.
Regulate covering investment, solvency norms etc.
Product range.
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Accounting practices.
Consumer protection norms.
Ensuring the rural and health insurance are developed.
Fixing of license fee.
Perhaps of all the most critical regulation is the 26% equity Capital for foreign
Insurers. This regulation bring in issues regarding management control and one of
the reasons for joint venture breaking up Cubb-Kotak, Liberty-Dabur, All State-
Dabur, Manu Life-UTI are some of the broken up alliances.
LIBERALIZATION OF INSURANCE SECTOR
Liberalization commitment of the country to help in disciplining future economic
policies will include the insurance reforms. When world over insurance market has
been opened up. India cannot remain in isolation. History has shown that it is very
difficult to prosper in isolation.
Globalization is the new economic reality, which is here to stay, heralding a new era
of insurance in India.
With the opening of the insurance industry, India stands to gain with the following
major advantages.
⇒
Globalization will provide opportunities to the customer for the better production. With more reasonable and affordable pricing.
⇒ The customer will get quicker services.
⇒ It will enhance the saving rate.
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⇒ Long term funds for infrastructure development will be available to the country.
⇒ It will secure for India larger inflow of foreign capital need to sustain our GDP
growth.
ADVANTAGES OF LIBERALIZATION
⇒ The opening up will enable the country to save more and invest more for the
development in infrastructure.
⇒ With new insurance intermediaries and more distribution channels the market
is bound to develop by leaps and bounds.
⇒ In the next few years it is established that the Indian insurance sector will
develop a better understanding of consumer requirement leading to more
satisfaction of consumers.
⇒ The world class technology will be available in the market bringing about
tremendous improvement in servicing.
⇒ Choice of price will be available to the customers.
⇒ Lead to increase in employment.
⇒ Social and rural obligations will also be served as IRDA has come out with
clear regulation in this regard, which makes the development in this area
mandatory.
⇒ Global competitors will help in building expertise with their global practice.
⇒ Unlike west, in India, insurance is sold as the instrument of saving. About
18%of the policies are sold as death risk consideration. Impression about LIC is
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that they are not meant for the market requirements. They are only intended to
find customers. Insurance awareness is therefore low. Unit linked insurance
products are not available. Insurance covers are expensive and returns are low.
Turn over the agent is high. The choice available to the insuring public isinadequate in terms of services, products and prices. These are the areas of
weakness, which may act as opportunities for new players who may work to
offer policies to the customer with the value additions at a competitive premium
with much improved servicing.
INSURANCE IN INDIA
Only 22% of the insurance population has been extended cove r. Market penetration
is low and the potential to exploit is high. Insurance premium per capita is very low.
Lack of comprehensive social system benefit and welfare means that demand for
pension products is high. Huge middle class of approximately 300 million.
EXISTING INSURANCE COMPANY SCORE LOW ON CUSTOMER
SERVICE FRONT
The insurance market registered growth in the Asian region even though India’s
share in global insurance premium is less than 0.5% (1998) as compared to USA
(24.2%) and Japan (21%). Studies have revealed that in an emerging market, as
disposable income rises, Insurance premium as a ratio of GDP shoots up. The
confederation of Indian Industry projected a growth of life insurance premiums from
Rs. 350 billion at present to Rs. 140 billion. The growth of non-life insurance
premium is expected to increase from 75 billion to 375 billion. Out of which, only
10% is tapped by the existing insurer.
Insurance even more than banking is a volume game. A very exclusive approach in
view is unlikely to provide meaningful numbers. Currently, insurance is bought for
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the purpose of tax-benefits. A higher percentage of business is in the rural market.
The share of rural new business insurance total new business is 55% in terms of
policies and 47% in terms of sum assured. However, this needs to be viewed in the
light of some recent issues that have been raised regarding as to what constitutes therural market. Therefore, private insurers will be best served by middle market
approach, targeting the customer segments that are presently unexploited.
How many Indians are aware that LIC has more than 60 products and GIC has more
than 180 products. Not only there is a reduction in the premiums of life insurance
products have long overdue since Indian mortality rate has decreased three folds in
the last 50 years. There is also scope to increase the yield on life insurance policies
(presently 6%) with proper risk management in place.
It is been debated that insurance business does not produce profit in the first five
years cross subsidization is a feature of Indian market. Even the first portfolio vote
that is considered profitable, cross subsidizes the other departments. Tariff reduction
is likely to reduce profits, further insurers have to institute proper claims
management progress in order to extract efficiencies. At present life insurance
business in the country is taxed at 12.5% of the profit in financial year. The
government is soon to present a new model of taxing life insurance companies at
international rates.
New entrants should be well advised to look ahead to the stage where brand strength
will be a competitive advantage and sketch their alliances accordingly. In fact, we
believe that alliance related to distribution rather than to products and technology
will prove most valuable.
The stages where brand strength will be competitive advantage and sketch their
world accordingly. In fact we believe that alliance related to distribution rather than
to produce or technology will prove most valuable in the long run.
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Banks and financial companies will emerge, as attractive distribution channel for
this insurance trend will be led by two factors, which already apply in other world
markets. First Banking food insurance, fund management and other financial
services companies are being to increase their profitability and provide maximumvalue to their customers. Therefore, they are themselves looking for a range of
products to distribute.
In other market notably Europe; this has resulted in bank assurance. Bank entering
into the insurance business in India to bank hope to maximize expensive existing
network by selling a range of products more of a loss alliance between insurance
and bank than a formal ownership. Some Indian entrants like ICICI, HDFC, Bharti
Axa and reliance hope to ride their existing network and customer bases.
1.2 COMPANY PROFILE
Bharti AXA Life Insurance is a joint venture between Bharti, one of India’s leading
business groups with interests in telecom, agri business and retail, and AXA, world leader
in financial protection and wealth management. The joint venture company has a 74%
stake from Bharti and 26% stake of AXA.
The company launched national operations in December 2006. Today, we have over 5200
employees across over 12 states in the country. Our business philosophy is built around the
promise of making people "Life Confident".
As we expand our presence across the country to cater to your insurance and wealth
management needs with our product and service offerings, we continue to bring 'life
confidence' to customers spread across India. Whatever your plans in life, you can be
confident that Bharti AXA Life will offer the right financial solutions to help you achieve
them.
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VISION
To be a leader and the preferred company for financial protection and wealth management
in India
VALUES
• Professionalism
• Innovation
• Team Spirit
• Pragmatism
• Integrity
STRATEGY
• To achieve a top 5 market position in India through a multi-distribution, multi-
product platform
• To adapt AXA's best practice blueprints as a sound platform for profitable growth
• To leverage Bharti's local knowledge, infrastructure and customer base
• To deliver high levels of shareholder return
• To build long term value with our business partners by enhancing the proposition to
their customers
• To be the employer of choice to attract and retain the best talent in India
• To be recognised as being close and qualified by our customers
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Strategic Differentiators
• Strong partner Bharti - provides access to customer base of more than 20 million
• Multi channel execution capability
• Current Asia product range which is a strong match to products sold to the mass
and mass affluent
• Global scale providing cost effective and speedy re-use of systems, products and
business capability
•
Strong AXA and Bharti brands which can be leveraged to attract and retain a highquality management team
PRODUCTS
Bharti AXA Life Dream Life Pension
Dream Life Pension, Bharti AXA Life Insurance’s unique pension product ensures that
your retirement life is your Dream Life.
Live your Dreams! Be Life Confident!
Key Benefits:
• Unmatched flexibility for retirement wealth creation
o Pay one time lump sum or regular premiums
o At the inception systematically increase your premiums by 5 % or 8% each
year with the Accumulator Option
o Increase/decrease premiums any time after the 2nd policy year
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o Add top up premiums any number of times after the 1st policy year
• Dream Life Pension enhances your retirement kitty by providing special addition,
starting from the end of 10th policy year
• Change your planned retirement age any time during the policy term
• Obtain tax benefits as per the prevailing tax laws on the premiums paid and the
benefits received under the policy.
Annuity –Return of Capital
Bharti AXA Life Insurance presents “Immediate Annuity” product, to help secure your golden years. At your vesting age, you have an option to buy annuity from Bharti AXA
Life Insurance or any other annuity provider in India.
Bharti AXA Life Aspire life
Aspire Life helps you create a pool of wealth to meet your long-term needs, while also
providing you adequate protection in case the need arises.
Key Benefits:
• Allocation rates as high as 100% i.e. no allocation charges for premiums greater
than or equal to Rs.50,000 on your investment in the unit-linked fund from year 2 -
to maximize your investment returns.
• Up to 175% of the first year premium paid by you is returned as Guaranteed
Special Addition, at maturity of the policy or on unfortunate event of death of the
Life Insured.
• 3 investment fund options as per your investment preferences.
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• Flexibility of partial withdrawals after fifth Policy Year, premium holiday option
after seven policy years and facility to switch amongst the investment funds as per
your investment objectives.
• Protection benefit which provides high Sum Assured for longer policy terms.
• Tax benefits under section 80C and 10(10D) of Income Tax Act.
Invest Confident
Presenting Invest Confident, a unique single premium, unit linked investment and
protection product which not only strives to maximise your investment returns but also
gives you an enhanced flexibility to suit it according to your protection needs, because we
at Bharti AXA Life Insurance, believe that your hard earned money deserves nothing but
the best.
Key Benefits:
• Convenient single premium product with policy benefit period till the age of 70.
•
Unique special additions starting from the end of 5th policy year and thereafter atthe end of every 5 years till the maturity date.
• 3 investment fund options as per your investment preferences.
• Basic Sum Assured of five times the single premium.
• Unique option of investing additional amount at your convenience through Top Up
Premiums.
• Flexibility of partial withdrawals after the third Policy Year
• Additional benefit of Rs.5, 00,000 in the event of death due to an accident.
• Tax benefits under section 80C and 10(10D) of Income Tax Act.
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Bharti AXA Life Wealth Confident
Wealth Confident, a unit-linked investment cum protection product, with its limited
period premium payment facility of 5 years, premium payment flexibility, higher allocation
of your premium for investment, unique special additions and life insurance benefit, not
only makes your money grow but also provides your investment the special treatment that
it deserves.
Key Benefits:
• Pay premium for five years, while your policy continues for ten years.
• Higher allocation of your premium up to 88% for investment.
• Special additions of units added every year from 6th Year for incremental wealth
creation.
• Choose from four different investment funds to meet your financial objectives.
• Five times the life cover of your annual premium.
• Tax benefit under 80C and 10(10D).
Future Confident
"Future Confident is a complete financial solution that serves you in building wealth for
your long-term needs, but most importantly, provides comprehensive financial protection
to your loved ones, against all odds."
Key Benefits:
• Life insurance benefit of up to 420 times the monthly premium.
• Comprehensive overall protection through "Protection Enhancers" in the form of
riders.
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• Wealth creation for your long term financial needs.
• Special additions at regular intervals, starting from 7th year, to enhance your
wealth.
• Four different investment funds to meet your financial objectives.
• Tax benefit under 80C and 10(10D).
Future Confident II
"Future Confident II is a complete financial solution that serves you in building wealth for
your long-term needs, but most importantly, provides comprehensive financial protectionto your loved ones, against all odds."
Key Benefits:
• Build Wealth for your long term financial needs with enhanced financial protection.
• Sum assured up to 420 times the monthly premium.
• Life insurance benefit as Sum assured PLUS Policy fund value.
• Four different investment funds to meet your financial objectives.
• Comprehensive overall protection through "Protection Enhancers" in the form of
riders.
• Special additions at regular intervals, starting from the end of 7th year, to enhance
your wealth.
• Tax benefit under sections 80C and 10(10D) of Income Tax Act.
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Save Confident
Save Confident, a traditional money back insurance product, offers you a perfect
combination of liquidity, long term savings and life insurance benefit.
Save Confident with its unique liquidity feature of guaranteed payment for 10 continuous
years, annually compounded bonus accumulation, and a guaranteed life insurance benefit
offers a perfect three-in-one solution for your financial needs.
Key Benefits:
• Traditional money back product with payment term of 10 years.
• Get guaranteed amount back on specified intervals, starting from 6th policy year till
maturity.
• Amount equal to 110% of Sum Assured paid across 10 years.
• Secured growth on savings with Annual Reversionary Bonus, if declared, every
year.
• Savings enhanced by Terminal Bonus, if any, payable at maturity.
• Total protection for your family with guaranteed sum assured plus accrued bonuses.
• Added protection in the event of death due to an accident with payment of
additional amount equal to the basic Sum Assured, subject to maximum of Rs 10
Lakh.
• Tax benefit under sections 80C and 10(10D) of Income Tax Act, 1961.
Secure Confident
All of us desire to maximise the happiness for our family at all times, irrespective of the
circumstances. The thought of unfortunate events befalling us may cause us anxiety about
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providing a secured happiness to our loved ones. Insurance can help you ease your worries.
Now, Bharti AXA Life Insurance Company Limited presents Secure Confident, a simple
long-term life insurance product that aims to ensure that the dreams that you aspired for
your family in your lifetime, don’t remain unfulfilled by the financial void which might get
created due to unfortunate event of death.
Key Benefits:
• Term Assurance for 5, 10,15,20,25 years.
• Financial protection against unfortunate event of death at an affordable cost.
• Comprehensive overall protection with help of riders.
• Tax benefit under section 80C and 10(10D) of Income Tax Act.
Bharti AXA Life Mortgage Credit Shield
Presenting 'Mortgage Credit Shield' from Bharti AXA Life, a group product designed for
the customers of Institution/Bank – which protects the family of the borrower in the event
of death by paying an amount to settle the outstanding loan.
Sale Growth
Fiscal Year No. of policies sold in FY New Business in FY
2001-2002 21,376 7 Cr.
2002-2003 1,15,965 69 Cr.
2003-2004 1,86,443 180 Cr.
2004-2005 2,88,189 857 Cr.
2005-2006 7,81,685 2717 Cr.
2006-2007 20,79,217 4270 Cr.
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ORGANIZATION STRUCTURE
DIRECTOR
VICE PRESIDENT
SR. BRANCHMANAGER
BRANCH MANAGER
ASSISTANT BRANCH
MANAGER
SR. SALES MANAGER
ASSISTANT
MANAGER
MANAGEMENT
TRAINEE
SALES MANAGER
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AN INSURANE COMPANY :
In the insurance industry the sales team following the typical organization structure:
Hierarchy in Insurance Company
SALES
MANAGER
AREA SALES
MANAGER
AREA SALES
MANAGER
AREA SALES
MANAGER
UNIT
MANAGER
UNIT
MANAGER
UNIT
MANAGER
ADVISORS ADVISORS ADVISORS
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FUTURE PLAN OF THE ORGANISATION
Reliance Life Insurance promises to provide higher returns in higher investments.
The plans smart assure will help the customer in wealth creation and is aimed at providing
efficiency affordability and flexibility to customer needs. The product offer the customer a
choice of allocating up to 100% of premium paid beyond specified premium bracket. As
the premium goes up, the allocation charges keep on decreasing with no allocation charges
levied on premium upward rupees 3 lakhs.
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1.3 PROBLEMS OF THE ORGANIZATION
• Service delivery / Logistics perception is weak
• Negative Environment
• Top management takes large amount of time to approve high value loan borrowers.
1.4 COMPETITORS INFORMATION
Sr. No. Name of the Company
1 Bajaj Allianz Life Insurance Co. Limited
2 HDFC Standard Life Insurance Co. Ltd
3 ICICI Prudential Life Insurance Co. Ltd
4 ING Vysya Life Insurance Co. Ltd.
5 Life Insurance Corporation of India
6 Max New York Life Insurance Co. Ltd
7 Met Life India Insurance Co. Pvt. Ltd.
8 Kotak Mahindra Old Mutual Life Insurance Ltd.
9 SBI Life Insurance Co. Ltd.
10 Tata AIG Life Insurance Co. Ltd.
11 Reliance Life Insurance Co. Ltd.
12 Aviva Life Insurance Co. India Pvt. Ltd.
13 Sahara India Life Insurance Co. Ltd.
14 Shriram Life Insurance Co. Ltd.
15 Bharti AXA Life Insurance Co. Ltd.
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1.5 SWOT Analysis
STRENGTHS
Premiums are increasing and so are commissions.
The variety of products is increasing.
Transparency in working is followed.
Fund charges are less i.e. 0.8%
Stronger financial base.
Employee centric organization.
WEAKNESSES
Strong competitors like LIC, ICICI Pru, Birla Sun Life etc.
Premium is priced high as compared top the market leader.
Infrastructure cost is high.
Less expenditure on promotion.
Products not customized for lower segment.
OPPORTUNITIES
The ability to cross sell financial services barely being tapped.
Technology is improving to the point that paperless transactions are available.
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The client's increasing need for an "insurance consultant" can open new ways to
service the client and generate income.
THREATS
Government regulations on issues like health care, mold and terrorism can quickly
change the direction of insurance.
The increasing expenses and lower profit margins. Intense competition from LIC.
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Chapter 2
RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
2.1 SIGNIFICANCE
The main significance of the project is to find out various efforts that an insurance
company has to do in selling its life insurance products.
For any business venture, Business Development Strategies go hand in hand. Opportunities
come and go but business comes from the ones, which are handled properly in terms of
leads. Leads for any new opportunity are very important for it to turn out a profitableventure.
Business Development Strategies work hand in hand for leads.
Promotion plays a very important role in both the departments. Promotion helps us to
market a product properly and also helps in increasing the sale of the product as compared
to competitors.
2.2 MANAGERIAL USEFULNESS OF THE STUDY
This project is very useful to find out the different strategies involved in selling life
insurance products and to know how these factors influence the success of a Private
Insurance Company.
Our sturdy Helps to have sale experience, deal with different customers, overcome the
objections of the customers and It provides a platform where managerial role can be played
effectively and efficiently
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2.3 RESEARCH OBJECTIVE
• To find out various efforts that an insurance company has to do in selling its life
insurance products.
• To find out different strategies involved in selling life insurance products.
• To get the information about the major factor i.e. Agents and Advisors that
contributes more to the sale of life insurance products.
• To know how these factors influence the success of a PRIVATE insurance
company.
2.4 SCOPE OF THE STUDY
• To study all the factors related to marketing of the products of a life insurance
company.
• To find various criteria for selecting a particular strategy.
• To design a theoretical and applicative framework of How to sell life insurance by
achieving competitive advantage.
• To study the factors which contribute major role in selling Life Insurance.
2.5 METHODOLOGY ADOPTED
The methodology of research indicates the general pattern for organizing the procedure
to assemble effective data for the problems to understudy. The study tries to find out the
kind of strategies and methods that would further enhance the insurance business.
Insurance business mainly aims at recruiting the insurance and advisors who have
entrepreneurial skills and necessary drive to survive and flourish in the present competitive
and ever increasing insurance industry.
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DATA SOURCE
The universe of study was limited to a particular region that created some problems
while collecting data. The universe was divided in different segments. The process of
segmentation was primarily aimed at simplifying the universe into smaller parts so each
segment can be handled according to its unique features.
Further these segments were divided into several sub-segments because there is
heterogeneity in population of respective areas that needs different marketing strategies to
be adopted in selling insurance products. These were:
• Education of person
• Income of person
• Living style
• Influence of social factors, etc.
These factors were considered at the time of collecting the data and information.
Data Source:
Primary Data collection:
• Direct interaction with marketing and sale department of Bharti Axa
• Questionnaires were used to collect individual’s data, etc.
Secondary Data Collection:
• Bharti Axa’s journals
• Internet
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• Books on Insurance marketing
• Yellow Pages
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Chapter 3
CONCEPTUAL DISCUSSION
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CONCEPTUAL DISCUSSION
A robust 36 per cent increase in business by country's largest insurer LIC and
strong performance by most of the private players pushed the overall life insurance growth
to 46 per cent in April-November 2005. With competition intensifying, the 14 life-insurers
collected Rs 16,604 crores in new premium in the first eight months of 2005-06 compared
to Rs 11,337 crores in the year ago period, according to data compiled by regulator IRDA.
State-owned Life Insurance Corporation gave a tough fight to private players, who were
fast increasing their market share, to collect Rs 12,271 cr. in new premium by selling over
1.3 cr. policies.
LIC also improved its market share to 73.91 per cent from 73.82 per cent a month
ago as two private players - Birla Sunlife and SBI Life - continue to see fall in business. As
market continues to grow and more new players enter the space, LIC has rolled out
innovative products and doing aggressive marketing to attract more business.
The 13 private players led by ICICI Prudential and Bajaj Allianz are leaving no
stones unturned to expand business by netting more policyholders to increase their market
share. Among private players, ICICI Prudential ranked at the top by collecting about Rs1,180 corers after logging 73 per cent growth, followed by Bajaj Allianz, which increased
business by 264 per cent to collect Rs 1,016 corers in premium. ICICI Prudential had a
market share of 7.11 per cent while Bajaj Allianz increased its market pie to 6.12 per cent.
HDFC Standard Life had a market share of 2.96 per cent, followed by Birla Sunlife
(1.84 per cent), Tata AIG (1.78 per cent), SBI Life (1.52 per cent), Bharti Axa (1.32 per
cent) and Aviva (1.12 per cent). Other players -- Kotak Mahindra Old Mutual, ING Vysya,
AMP Sanmar, Met Life and Sahara Life -- each had less than one per cent of the market.
HDFC Standard collected Rs. 491 corers in premium income till November,
followed Birla Sunlife (Rs 305 corers), Tata AIG (Rs 296 corers), SBI Life (Rs 252
corers), Bharti Axa (Rs 219 corers) and Aviva (Rs 186 corers).
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In group insurance, LIC continued to dominate with a market share of about 81.32
per cent by covering 8.638 million lives till November this fiscal. Among the private
insurers, SBI Life was at the top with a market share of 5.27 per cent, followed by Tata
AIG (4.16 per cent), ICICI Prudential (2.34 per cent), Met Life (1.9 per cent), Aviva (1.16
per cent) and Bajaj Allianz (1.14 per cent).
First Year Premium Underwritten By Life Insurers For The Period Ended 2005-2006.
Sl.No Insurer Market Share (%)
1 LIC 73.91
2 Bajaj Allianz 6.12
3 ING Vysya 0.63
4 AMP Sanmar 0.54
5 SBI Life 1.52
6 Tata AIG 1.78
7 HDFC Standard 2.96
8 ICICI Prudential 7.11
9 Birla SunLife 1.84
10 Aviva 1.12
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11 Kotak Mahnidra Old Mutual 0.71
12 Bharti Axa 1.32
13 Met Life 0.40
14 Sahara Life 0.6
INSURANCE MARKETING
Insurance are policies that are devised by firms that safeguard the interest of the client.
There are several insurance companies that offer different types of insurances. There is Life
insurance companies, health insurance companies, house security insurance and several
other insurance firms offering different services to the clients. The insurance company
requires the customers to pay a certain insurance fees for a specified period of time. The
mode of payment and the nature of compensation depend upon the insurance policy a
person buys. There are many insurance companies and several packages being offered to
the customers. Insurance marketing is very vital for the success of insurance companies and
to attract customers to the insurance policies. There are many ways how a proper insurance
marketing strategy can be deployed to attract the potential customers to the insurance
company and to earn more revenue by selling more policies.
In line with the economic reforms that were ushered in India in early nineties, the
Government set up a Committee on Reforms (popularly called the Malhotra Committee) in
April 1993 to suggest reforms in the insurance sector. The Committee recommended
throwing open the sector to private players to usher in competition and bring more choice
to the consumer. The objective was to improve the penetration of insurance as a percentage
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of GDP, which remains low in India even compared to some developing countries in Asia.
Reforms were initiated with the passage of Insurance Regulatory and Development
Authority (IRDA) Bill in 1999. IRDA was set up as an independent regulatory authority,
which has put in place regulations in line with global norms. So far in the private sector, 12
life insurance companies and 9 general insurance companies have been registered.
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Table-2 International scenario
Insurance Market In INDIA
By any yardstick, India, with about 200 million middle class households, presents a huge
untapped potential for players in the insurance industry. Saturation of markets in many
developed economies has made the Indian market even more attractive for global insurance
majors. Table 1 reflects the low percentage and per capita penetration of insurance in India
compared to other developed and developing countries2.With the per capita income in
India expected to grow at over 6% for the next 10 years and with improvement in
awareness levels, the demand for insurance is expected to grow at an attractive rate in
India. An independent consulting company, The Monitor Group has estimated that the life
insurance market will grow from Rs.218 billion in 1998 to Rs.1003 billion by 2008 (a
compounded annual growth of 16.5%)3.
Winds of Change
Reforms have marked the entry of many of the global insurance majors into the Indian
market in the form of joint ventures with Indian companies. Some of the key names are
AIG, New York Life, Allianz, Prudential, Standard Life, Sun Life Canada and Old Mutual.
The entry of new players has rejuvenated the erstwhile monopoly player LIC, which has
responded to the competition in an admirable fashion by launching new products and
improving service standards.
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The following are the key winds of change brought about by privatization:
Market Expansion: There has been an overall expansion in the market. This has been
possible due to improved awareness levels thanks to the large number of advertising
campaigns launched by all the players. The scope for expansion is still unlimited as
virtually all the players are concentrating on large cities and towns - except by LIC to an
extent there was no significant attempt to tap the rural markets.
New Product Offerings: There has been a plethora of new and innovative products
offered by the new players, mainly from the stable of their international partners.
Customers have tremendous choice from a large variety of products from pure term (risk)
insurance to unit-linked investment products. Customers are offered unbundled products
with a variety of benefits as riders from which they can choose. More customers are buying products and services based on their true needs and not just traditional money-back
policies, which is not considered very appropriate for long-term protection and savings.
However, there are still some key new products yet to be introduced - e.g. health products.
Customer Service: Not unexpectedly, this was one area that witnessed the most significant
change with the entry of new players. There is an attempt to bring in international best
practices in service and operational efficiency through use of latest technologies. Advice
and need based selling is emerging through much better trained sales force and advisors.
There is improvement in response and turnaround times in specific areas such as delivery
of first policy receipt, policy document, premium notice, final maturity payment, settlement
of claims etc. However, there is a long way to go and various customer surveys indicate
that the standards are still below customer expectation levels.
Channels of Distribution: Till two years back, the only mode of distribution of life
insurance products was through Agents. While agents continue to be the predominant
distribution channel, today a number of innovative alternative channels are being offered to
consumers. Some of them are banc assurance, brokers, the Internet and direct marketing.
Though it is too early to predict, the wide spread of bank branch network in India could
lead to banc assurance emerging as a significant distribution mechanism.
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Table 3 below gives a snapshot of the performance for 2003-04 (up to October) of the 13
life insurance payers in India based on the first year premium figures4.
STRATEGIC ALTERNATIVES
If one analyses the history of growth of the insurance industry since reforms, it is marked
by all-round growth of all players. More or less all players (including the market leader
LIC) have aggressively recruited and trained advisors, appointed agents, launched new
products, improved customer service standards and revamped/expanded their distribution
networks. If at all there was any major difference between players it was only in time lag in
launching of services. Every player would like the customers to believe that its service
standards are the best or that its agents are the most informed and ethical, but is debatable
whether there are any significant differences. In other words, each company is trying to be
‘everything to everybody’.
Our argument is that the strategy of being everything to everybody is risky. Some players
justify the above strategy on the basis that the Indian market is huge and it can
accommodate everybody. Still, in a market where it is difficult to distinguish oneself
sufficiently on service or any other parameter to be able to charge a premium, it will lead to
unmitigated price competition to the detriment of all players. One may achieve sales
turnover, but margins and profitability will suffer severely. In the insurance industry where
large amounts of capital are required, this is risky.
While there is room for a few scale players with a finger in every pie, it is profitable for
other players to focus on different segments to survive and thrive in a multi-firm open
environment. While each company has to choose its own unique positioning based on its
unique strengths, the below-mentioned generic positioning alternatives5 appear worth
considering. Needless to say the positioning choices discussed here are not mutuallyexclusive and can be overlapping.
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Variety-based Positioning
This type of positioning is based on varieties in products and services rather than customer
segments. It is a sensible strategy for those companies who have distinctive advantages or
strengths in offering certain products and services.
In the insurance industry too, it is possible to achieve a unique position by focusing on
certain category of products. One such example is Birla Sun life Insurance, which has been
placing particular focus on investment-related products since its launch in India6. Through
its superior fund management capabilities, the insurance company can deliver better returns
on its investment-linked products and thereby carve for itself a leadership position in this
segment.
Then there is the entire category of pension products that is widely touted to have immense
growth potential in India due to imminent pension reforms. It is possible to achieve
profitable positioning by focusing and excelling in only pension products.
Needs-based Positioning
This is the most commonly understood positioning and is based on the differing needs of
different groups of consumers. This can be done successfully if a company has unique
strengths to service a group of customer needs better than others.
The insurance needs of customers vary significantly for different groups of customers. The
insurance needs of young family with small children will be quite different from that of a
family in which the income-earner is close to retirement. However, in India most of the life
insurance companies have a wide variety of products tailored for different customer needs
and there is no company focusing on a particular customer need.
An example would be a life insurance company that focuses only on High Net-worth
Individuals (HNIs). The needs of HNIs would be quite different from those of a general
consumer and would require an entirely different marketing mix right from the type of
products offered and the way they are distributed, to the promotion methods employed.
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Access-based Positioning
Positioning of customers can also be done by the way they are accessible. That is different
groups of customers may be accessible in different ways even though they may have
similar needs. Access is typically a function of customer geography or customer scale.
There is excellent opportunity in the insurance industry to employ access-based positioning
by targeting the rural insurance sector. The rural market for life insurance is very different
from the urban market in terms of needs, income levels and distribution (seasonality, for
example), penetration of media and so on. So far except for LIC, no other player has paid
any attention or focus on the rural sector. Contrary to common perception it is a big
opportunity as emphasized repeatedly by such eminent strategists like C.K. Prahlad7. Rural
market can be a highly profitable position if one is able to carefully plan and tailor an entire
set of low-cost activities of advertising, distribution, and product design etc. to successfully
exploit the potential.
CHOOSING THE RIGHT STRATEGY
The right strategic choice is not a matter of positioning choice alone. It involves the very
way a company organizes itself to do business. It is the configuration of the entire value
chain of the company through a different set of activities to deliver unique value to
consumers. The set of activities cover all upstream and downstream activities, from the
selection of the product mix, the way the products are priced, promoted, the type of
distribution mechanism used, the way customers are serviced and so on.
Some life insurance companies focusing on rural markets have adopted innovative means
of distribution. Instead of appointing agents as is done typically, they have used grosbeaks
in different villages across the country to promote life insurance and act as their sales arm.
This enabled them to tap into their special knowledge of their local.
The best way for insurance marketing is to analyze the target audience for the insurance.
This will help the insurance company to focus on a specific audience only and would
increase sales of your insurance policy. There are many different insurance companies with
an assortment of insurance policies. Only proper insurance marketing helps in propelling
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the insurance business and give it an edge over other insurance corporation.
There are several insurance marketing strategies and the proper implementation of the
insurance marketing strategies helps the insurance company to build up a proper name in
the market. The insurance company with poor planning and insurance marketing policies
cannot propel in the market.
Some of the most important insurance marketing strategies include the following
plans:
One of the most basic methods for insurance marketing is to promote the industry
in general public through sales letters and banners. Some insurance company even issues
weekly or monthly sales letter with different insurance policies and benefits for the clients.Having such promotional strategy is very advantageous for the insurance marketing and
helps in getting more clients for the business.
Web promotion is also a very good insurance marketing strategy. All the insurance
policies can be listed on the internet and market to the online customers. In the advance
world of today a webpage is consider to be the life-line of any insurance organization.
Building a proper referral system also helps in boosting insurance sales and in
making more clients. There are several associations with whom the insurance company can
built a referral system with. For example if the insurance company is providing health
insurance then it could affiliate itself with hospitals. This form of insurance marketing is
very beneficial for insurance company as it helps in building a good name for the insurance
company and to add more clients.
Another insurance marketing technique that most insurance agencies deploy is to
organize seminars and dinners for general public. They also maintain proper contacts with
the customers and also send them promotional gifts as a mean to build a strong client base
for the insurance policy.
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SELLING LIFE INSURANCE: HOW IS IT DONE?
Techniques for marketing and selling date back to man's earliest awareness of trade. This is
because in order to gain anything in return, man had to turn in what assets of his were in
demand. For this, he had to determine t ha value of his possessions and what he could offer others. In exchange for what he could offer, people turned in what they could afford to. A
similar concept is also followed today when insurance companies sell insurance. They offer
you all that they can in exchange for your investment in them. They will take on your risks
if they can afford to do so and cover you in case of accidental death, injury, etc.
In order to sell people things, you need to know your product well. Insurance agents or any
successful tradesman of the past would need to market products to the best of his or her
ability based on the sole knowledge of his or her product. Having proper knowledge of a
product is an immense weapon in sales and marketing.
Marketing and selling products also require one to do so effectively and in the most
affordable manner. In selling insurance, it is known that most affordable methods have
always been used. This is because of the fact that the funds for marketing insurance come
from the investors' pockets. This is proof in itself that their investments are not being over-
spent or misused.
In the olden times, individuals who were interested in obtaining insurance cover for their
families and businesses would basically have to get in touch with a suitable insurance
company or insurance agent, who would offer the best insurance coverage. In the event of
individuals undergoing a major loss of costly equipment, insurance agents would carefully
carry out an analysis of the damaged equipment and settle the insurance claim with the
insurance company.
There are various types of insurance coverage being sold by insurance sales agents. Some
of these include disability, life, health, and property, accidental, dental and medical
insurance. Insurance agents involved in selling life insurance also offer a certain retired
income to individuals. Insurance agents specialize in numerous insurance packages. They
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will discuss or rather have one on one consultation with their respective clients or
customers about how much they are willing to pay and take time to review the cost of the
damaged property or equipment. Prior to this insurance agent may then have to involve
themselves in a lot of paper work. In most cases they will have to chalk out a detailed
invoice, stating details of the prices of the damaged goods.
INTERNET
With the use of the Internet nowadays, there are various ways to advertise for insurance in
a more economical way. The Internet with the span of time is growing into a major source
of advertising for cheap insurance coverage. Major insurance companies and various other
online insurance companies are providing attracting discounts to their online customers,
provided they buy the insurance cover. There is a growing trend for people all over the
United Kingdom purchasing motor insurance from online companies.
ADVERTISING
There are numerous amounts of companies offering cheap insurance packages, to help
serve the needs of the individuals according to their needs and budgets. Through the
frequent use of newsletters and brochures, companies can advertise for insurance policies
effectively.
Advertisements covering certain insurance policies such as auto, medical group and health
insurance, can be advertised through the use of brochures, business cards, bulletin boards in
public shopping or postcards which are issued out to customers. Insurance companies
wishing to sell their insurance at rated discounts can advertise for these insurance packages,
through setting up flyers and advertisement boards, at public and social places. These
include the libraries, hair salons, parking lots and grocery stores.
WORD OF MOUTH
Advertising for insurance through word of mouth is another least expensive way of
advertising. All one needs is creativity and a few marketing strategies to target a specific
customer audience. Insurance companies interested in advertising for insurance online, can
benefit from the advantages of link exchanging. Linking to other WebPages and third party
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websites is a way, of improving an insurance company's online image. It helps in
accelerating the number of customers logging onto their insurance website. Other non
expensive ways to advertise for insurance on the web could include the use of electronic
magazines or e-zones, in the insurance company's website. This will increase the number of
customers towards logging onto the respective insurance website.
Insurance companies can also benefit from the use of e-mail marketing and the advantages
it has to offer. It is a relatively more effective approach as compared to offline direct
marketing.
PRICING & DISTRIBUTION OF LIFE INSURANCE
PRICING OF LIFE INSURANCE
Pricing of insurance product is a complex task as premium rates to be charged depend upon
variety of factors namely, expected losses, operating expenses, income from investments
and profit margin of the insurance company.
Pricing refers to the methods used to calculate rate of premium to be charged on insurance products.
Premium is a price for which the insurer is willing to accept the risk.
Actuaries employed by the insurer calculate and determine the premium rates to be charged
for different policies and from people of different age. If the premium charged is very low,
the company would not be able to collect sufficient amount to pay claims, bear expenses
and earn some profit. On the other hand, excessively high premium charged will result in
loss of prospective clients of the insurance company because company may lose the
prospective insurer to its competitors in the market.
Pricing also depends on the market forces of demand and supply of insurance products.
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The payment of premium by the proposer is acceptance of the price charged by the insurer
for providing the life insurance cover.
PRICING OBJECTIVES
The following are the objectives kept in mind while deciding upon the pricing of various
insurance products:
ADEQUACY OF RATES
The premium rates fixed by the insurance company should be adequate in order to pay the
benefits promised to the policyholders and meet all the operating expenses. In other words
the rates charged must be sufficient to collect the premium incomes the insurance company
required to pay various operating expenses, to pay the claims and at some profit margin.
Insurers do conduct periodic reviews to assess whether the initial premium levels
established are equitable and not too high i.e. adequate.
FAIRNESS AND RATE EQUITY
The insurance rates must be fair and equitable. The rates charged to the Policyholders with
the same expected losses and other costs should be equal.
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This is known as rate equity. It means that the insurance company should Charge
premiums in accordance with the expected payment of benefits and
expenses. The rates must be same for homogenous groups and must not be
same for heterogeneous groups (say of different age groups).If the two
individuals of different ages, say one 25 years and other 50 years intend to
purchase same policy for the same time period with same terms, the
insurer will be charging the higher rate of premium from the person who is
50 years old as there is comparatively higher death probability of the older
client.
In the case of the young person of 25 years the company cannot associate very high death
probability.
If there are two persons of the same age who want to take same policy with same terms and
conditions but one person is chronically ill, the insurer must charge them different rates as
the ill person has higher probability of dying at a certain age (so should be giving higher
premium).
REASONABLENESS
The rates of the premium charged to the policyholders should not be too high because it
will lead to loss of insurance business to the competitors in the industry. Charging
excessive premium is therefore unfair to the customers.
SIMPLICITY
The premium rates charged should be simple to understand and should not change very
frequently.
LIFE INSURANCE PRICING ELEMENTS
Following are the elements of life Insurance Pricing:
1. Rate of death of large number of insured persons.
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2. Administration cost and other expenses of the insurer.
3. Income from investment of premium.
RATE OF DEATH OF LARGE NUMBER OF INSURED PERSONS:
The mortality rates depend on the age, occupation, life style, and medical history of the
insured. The premium rates charged are calculated on the basis of rate of deaths of very
large number of persons insured, i.e., the past experience of large number of cases is taken
into consideration before deciding on mortality rate.
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ADMINISTRATION COST AND OTHER EXPENSES OF THE
INSURER:
Every insurer incurs certain expenses or administrative costs related to the service
provided. The administration cost incurred may depend on frequency of payment of
premium and the volume of records kept. If the premium is paid annually, cost is lesser as
compared to quarterly and half yearly or monthly payments.
INCOME FROM INVESTMENT OF PREMIUM:
Premium collected by the insurance company from various policyholders is again invested
and the income earned on the same helps the insurance company to bear various expenses
incurred and benefits given to policyholders.
CHANNELS OF DISTRIBUTION
Marketing includes all those activities carried on to transfer the goods and services from
manufacturer to the consumer.
Marketing mix is a unique combination of basic ingredients of marketing viz.
1. Product
2. Price
3. Place (channels of distribution)
4. Promotion
It is designed for the best realization of the objectives of marketing management. In
marketing management the term place is used to refer to channels of distribution i.e.
intermediaries which fetch products/services from the place of the manufacture to the place
of ultimate consumers. The channel of distribution (place) is an important ingredient of
marketing mix as however useful the product might be and how so ever suitable its price
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be, unless and until the products/services are mad available to consumers at ‘centers of
convenient buying’ the consumers will not be buying the same.
Insurance being a service business requires marketing department to play a key role in
delivery of service. The marketing department conducts research for identification of target
customers, help in maintaining and promoting the distribution system and also plays an
active role in development of new products. It is the most vibrant department in an
insurance organization since it has to necessarily deal with all the other department of the
organization.
Insurance business is business of law of large numbers. The law requires the insurer to
attract a sufficient number of exposures to allow credible ratio prediction. The major task
of sales managers in charge of the sales section of insurance company is the supervision of
the sales functions of the branches. This section is also responsible for spreading awareness
among the general public about the benefits of life Insurance. Sales training section is
entrusted with responsibility for training in product, in selling and sales planning in the
personnel such as development officers and agents. The agents of insurance company
mainly sell insurance policies.
We can take example of Bharti Axa in particular to understand sales and distributionfunction of the corporation.
JOB DESCRIPTION
What does an agent or broker do?
Most people have their first contact with an insurance company through an insurance agent.
These workers help individuals, families, and businesses select insurance policies that
provide the best protection for their lives, health, and property. Insurance sales who agents
work exclusively for one insurance company are referred to as captive agents. Independent
insurance agents or brokers represent several companies and place insurance policies of
their clients with the company that offers the best rate and coverage. In either case, agent
prepares reports, maintain records, seek out new clients, and in the event of a loss, help
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policyholders settle their insurance claims. Increasingly, some are also offering their client
financial analysis or advice on ways the clients can minimize risk.
Insurance sales agents commonly referred to as “producers” in the insurance industry offer
one or more types of insurance, such as property and casualty, life, health, disability, long-
term care. Property and casualty insurance agents sell polices that protect individual and
businesses from financial loss resulting from automobile accidents, fire, theft, storm and
also cover injured workers’ compensation. Life Insurance agents specialize in selling
policies that pay beneficiaries when a policyholder dies. Depending on the policyholder’s
circumstances, a cash value policy can be designed. Different policies provide retirement
income, funds for the education of children, or other benefits. Insurance agents also sell
annuities that promise a retirement income. Health insurance agents sell health insurance policies that cover the costs of medical care and loss of income due to illness or injury.
They also may sell dental insurance and short and long term disability insurance policies.
The growth of the Internet in the insurance industry is gradually altering the relationship
between agent and client. In the past, agents devoted much of their time to marketing of
products to new clients, a practice that is now changing. Increasingly, clients are obtaining
insurance quotes from a company’s web site and then contacting the company directly to
purchase policies. This interaction gives the client a more active role in selection of policy
at the best price, while reducing the amount of time agents spend actively seeking to meet
clients. Insurance sales agents also obtain many new accounts through referrals. It is
important that they maintain regular contact with their clients to ensure that the clients’
financial needs are being met. Developing a satisfied clientele that will recommend an
agent’s services to other potential customers, is a key to success in this field.
TRAINING
Agents go through both generic and specific, professional training programs that help them
remain well-informed and knowledgeable about the company’s products in the market.
There is further focus on soft skills such as communication, managing long-term
relationship selling skills, which are very relevant in a service-driven industry like life
insurance. State-of-the-art infrastructure training facilities coupled with an excellent
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faculty, guarantee exceptional learning environment for agents who might be occupied with
their business/professional routines. A 17-18 day training schedule covers the mandatory
IRDA training requirements and product-training module. Revision session ensure that the
candidate thoroughly understand the course contents and are well prepared for the licensing
examination. Theoretical training benefits programmers and other State and Central
Government regulations can affect insurance needs of clients and the way in which agents
conduct business. Agents can enhance their selling skills and broaden their knowledge of
insurance and other financial services taking courses at colleges and universities and by
attending institutes, conferences, seminars sponsored by insurance organizations. IRDA
also has mandatory education requirements focusing on insurance on insurance laws,
consumer protection, and the technical details of various insurance policies. Insurance sales
agents should be flexible, enthusiastic, confident, disciplined, hard working and willing to
solve problems. They should communicate effectively and inspire customer confidence.
Because they usually work without supervision, sales agents must be able to use their time
well and have the initiative to locate new clients.
WORKING CONDITIONS, TRAINING & REWARD SYSTEM
Working Conditions
Most insurance sales agents are based in offices, from which they contact clients and
provide information on the policies they sell. However, much of their time may be spent
outside their offices, traveling locally to meet with clients. Agents usually determine their
own hours of work and often schedule evening and week end appointments for the
convenience of clients. Although most agents work a 40-hour week some work 60 hours a
week or longer. Commercial sales agents, in particular, may meet clients during business
hours and then spend evenings doing paperwork and preparing presentations to prospective
clients.
Employment
Insurance sales agents held about 11, 00,000 jobs in 2005. Although most Insurance agents
specialize in life or general insurance, a growing number of
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“Multi-line” agents sell all types of insurance.
Training, Other Qualifications and Advancement
For insurance sales agent jobs, most companies and independent agencies prefer to takecollege graduates-especially those who have majored in business or economics. Training
may help agents grasp the technical aspects of insurance policies and fundamentals and
procedures of selling insurance. Many colleges and universities offer courses in insurance
and a few schools offer a bachelor’s degree in the field. College courses in finance,
mathematics, accounting, economics, business law, marketing and business administration
enable Insurance sales agents to understand how social and economics conditions relate to
the insurance industry. Courses in psychology and public speaking can prove useful in
improving sales techniques. In addition, because companies provide instantaneous
information on a wide variety of financial products and greatly improve agent’s efficiency,
familiarity with computer and popular software packages has become important. Insurance
sales agents must obtain a license from IRDA. Separate licenses are required by agents to
sell life and general insurance. Licenses are issued only to applicants who complete
specified pre-licensing courses and who pass IRDA examinations covering insurance
fundamentals and insurance laws. A number of organizations offer professional designation
programs that certify one’s expertise in specialties such as life, health and general
insurance as well as financial consultancy. Although voluntary, such programs assure
clients and employers that an agent has a thorough understanding of the relevant specialty.
Agents are usually required to complete a special number of hours of continuing education
to retain their designation. Employers also are placing greater emphasis on continuing
professional education so that diversity of financial products sold by insurance agents
increases. It is important for insurance agents to keep up to date on issues concerning
clients.
Career
Career development is emphasized upon from the very day the agent joins the system.
Though individual meetings with his or her Development Officer, the agent can discuss
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various issues related to business development and career enhancement, expectations from
organizations in terms of chalking a career in the insurance industry are also discussed.
Absorption into the management is another career enhancement option provided at Bharti
Axa that helps agent build a full time career as a Sales Manager in the organization offering
great potential for managing a team of agents and personal development.
Rewards and Recognition
Agents are constantly recognized and rewarded for their performance. Depending on the
level of business the agent achieves in a year, he or she will become a member of various
clubs such as the Corporate Club, the Chairman’s club, etc. Of these clubs have specific
performance criteria for qualification and members of these are entitled to attend seminars
held at exotic international and domestic locations.
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Chapter 4
DATA COLLECTION & ANALYSIS
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DATA COLLECTION INSTRUMENT
A semi-structured kind of questionnaire was designed which contained both open- ended
and multiple-choice questions. We have asked to 24 parsons for each question in
questionnaire.
The questionnaire designed was to provide dual information sharing type, it is seriously
undertaken that anyone who is undergoing the process, should find his interest or else he
might show disinterest towards the program. The questionnaire was equally important both
to the customers as well as to the company to draw out its prospects.
The questionnaire was designed to meet all the objectives of the survey fully and helped us
in knowing the needs of the customers and the market value and image of the company
from those who already had an experience with the Bharti Axa. Moreover, it helped us to
give suggestions to the company so as to cater customers’ needs in a much better way and
hence broaden its customer base.
These analyses were done on the basis of following:
• Whether the people invest somewhere or not?
• Whether they have insured their life or not?
• What are the reasons of their investment in life insurance?
• Which company they trust for life insurance?
• Do different strategies of life Insurance companies influence their decision to get
insured from that company? Etc.
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DATA ANALYSIS
The data collected was analyzed as follows:
1) INVEST OR NOT?
INVEST OR N
54
46 Ye
N o
Invest or Not No. As a % of total
Yes 13 0.54
No 11 0.46
24 1
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2) INSURED OR NOT?
Life Insurance Cover No. As a % of total
Yes 10 0.42
No 14 0.58
24 1
LIFE IN SURAN CE CO
42
58
Ye
N o
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3) REASONS FOR GETTING LIFE INSURANCE
Reasons for Investment No. As a % of total
Safety & security 8 0.470588235
Savings 4 0.235294118
Retirement 3 0.176470588
Others 2 0.117647059
17 1
REASONS FOR INVESTMEN
46%
24%
18%
12%
Safety&secur
Savings
Retiremen
Others
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4) LEVEL OF INCOME
Income As a % of total
above5 0.314285714
b/w 2-5 0.542857143
below 2 0.142857143
1
Incom
31
55
14 above5
b/ w 2-
below 2
5) COMPANIES THEY TRUST: LIC OR OTHERS
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Companies Trust
LIC 95%
Others 5%
Life Insurance
5%
95%
Othe
LIC
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6) FACTORS THAT ARE CONSIDERED MOST IMPORTANT WHILE
INSURING LIFE:
Most Important
High returns 12
Safety 16
Liquidity 6
Tax free proceeds 10
Flexibility 6
Most Importa
05
1015
20
H i g h
r e t u r n s
S a f e t y
L i
q u i d i t y
T
a x f r e e
p r
o c e e d s
F l e
x i b i l i t y
Series
7) DO MARKETING STRATEGIES INFORCE THEM TO GET INSURED?
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Affect %
Yes 60%
No 35%
Others 5%
Influence on people
35%
60%
5% NO
YES
Others
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Chapter 5
FINDINGS, RECOMMENDATIONS AND SUGGESTIONS
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5.1 FINDINGS
The Project study report has the following findings with it :
• Almost all respondents have an insurance policy.
• People have more number of life insurance policies as compared to non-life
insurance.
• Due to increased in consumerism new product is launched everyday thus
non-life/general insurance business is also going to have boom period.
•
Due to the increasing concern of people towards their health/life the lifeinsurance business has good prospects.
• Majority of the respondent believed that larger risk conversance of their
policy was the main feature of their policy that attracted them to buy that policy.
Though low premium was the next important feature.
• Majority of the respondent preferred to have Bharti Axa policies than other
private companies.
• Not many people know about the IRDA Act
• Majority of the respondents believe that covering future uncertainty is the
most important benefit of an insurance policy.
• Protection is the most important instrument of insurance followed by
investment tax, greater returns and risk management.
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5.2 RECOMMENDATIONS
There are certain flaws existing in this working of the insurance industry There are some
the recommendation I come across while doing this thesis. It will help to make
insurance more important sector in today’s economy.
• The need of the hour is to devise a comprehensive strategy that Will help the firms
face the challenges of the future. The financial service industry, around the world. Over is
undergoing a major transformation. It is very important that trained marketing
professionals who are able to communicate specific features of the policy should sell the
policy.
• From the research I could find out that people are not aware about the policies and
features of insurance.
• The penetration of insurance in India is around 22%. This indicates that a vast
majority of rural population is not covered. The market player needs to explore this
untapped potential through their marketing and sales network.
•
The returns of the policies are not properly managed and never given in time. So,these areas must be looked at.
• Pricing of insurance products, as empirically available in India, shows that pricing
is not in consonance with market realities. Life Insurance premium is generally perceived,
as being too high while general insurance (especially motor insurance) is priced too low.
• Some insurance products, which are not available in India should, be introduced in
market. There are area for new product development like Industry all risk policies; large
projects risk cover, Risk beyond a floor level, extended public and product liability cover.
• Insurance companies will also have to get savvy in distribution. Enhanced
marketing thus will be crucial. Already many companies have full operation capabilities
over a 12-hour period. Facilities such as customer service center are already into 24-hour
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mode. These will provide services such as motor vehicle recovery. Technology will also
play an important role on the market. The lines of distinction between banks insurance
companies and brokerage are getting blurred. The future seems to belong to financial
supermarkets that will offer a host of services and products to the consumer. In the next
millennium all these activities would play a crucial role in the overall development and
maturity of the insurance industry.
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5.3 SUGGESTIONS
• It should give proper Product knowledge and training to the trainees before
assigning them targets
• Company should focus more on Advertising of its products
• Company should take feedback from the employees; it will help them in the
development of company growth.
• It should focus more on employee satisfaction, by giving more fringe benefits.
• Company should also increase its Branches all over India to expand its business andalso to reach rural market.
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QUESTIONNAIRE
1) INVEST OR NOT?
Yes
NO
2) INSURED OR NOT?
Yes
No
3) REASONS FOR GETTING LIFE INSURANCE
Safety & security
Savings
Retirement
Others
4) LEVEL OF INCOME
above5
b/w 2-5
below 2
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5) COMPANIES THEY TRUST: LIC OR OTHERS
LIC
Others
6) FACTORS THAT ARE CONSIDERED MOST IMPORTANT WHILE
INSURING LIFE:
High returns
Safety
Liquidity
Tax free proceeds
Flexibility
7) DO MARKETING STRATEGIES INFORCE THEM TO GET INSURED?
Yes
No
Others
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BIBLIOGRAPHY
Books
Kotler Philip - Marketing Management
Magazines, Journals & Newspapers:
Business World
Business Today
Money Outlook
The Economic Times
Web sites
Indianmba.com
www.allconferences.com
www.iloveindia.com
business.mapsofindia.com
www.google.com
www.bharti-axalife.com
www.kampusonline.com
Asia insurance review
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